Remote IT Service Desk Analyst

Location: Tuxtla Gutiérrez, Mexico, Remote (MX)

Experience Level: Intermediate

Description

We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.

This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.

The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.

Key Responsibilities

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to the correct resources.
• Update customer data and produce activity reports.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers expectations.
• Ensure proper recording, documentation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of Service Desk procedures, products, and services.

Availability Requirements

Candidates must be fully flexible and available to support the following operating hours:

• Monday-Friday: 7:00 AM - 7:30 PM CST
• Saturday: 6:00 AM - 6:30 PM CST
• Sunday: 6:00 AM - 5:30 PM CST

Please only apply if you can support rotating schedules within these operating hours, including weekends and holidays, where required.

Compensation

• $6.50 USD per hour
• Paid weekly in arrears
• Independent Contract

Technical Requirements (Non-Negotiable)

To be considered for this role, candidates must have the following:

• Stable wired fibre Ethernet internet connection (Wi-Fi-only connections are not accepted)
• Backup power solution, such as a UPS or inverter
• Professional wired USB headset with microphone
• A dual monitor setup is preferred for productivity and workflow management

Hiring Process

Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.

The process includes:

1. Resume Review
2. Pre-Screen Questionnaire
3. One-Way Video Interview
4. Pre-Screen Interview
5. Final Interview

Please Note

• Only candidates who complete both the pre-screen questionnaire and one-way video interview will be considered for this position.
• Resumes must be submitted in English.

Requirements

Required Experience & Qualifications

• High school diploma or GED equivalent in Science, Information Technology, or related professional work experience in IT or Desktop Support
• Minimum of 2 years of experience working in an End User Services capacity
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Ability to prioritize and multi-task in a fast-paced environment.
• Ability to work successfully as part of a team.
• Ability to work a flexible schedule inclusive of holidays and weekends.
• Proficiency in English, both spoken and written.
• Basic skills related to hardware, software, and user provisioning/administration.
• Basic troubleshooting and problem-solving skills
• Proficiency in managing both Windows and iOS environments.
• Working knowledge of managing common infrastructure technologies and tools (Meraki, O365, Azure AD, Workspace One, Bomgar)
• Working knowledge of Service Desk software ()
• Understanding of ITIL and Service Management practices
• Ability to communicate effectively, both written and verbally, with technical teams, business partners, and end users
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

Preferred Experience

• Experience working in a help desk or customer support environment.
• Experience working with computer networks & internet software.